VDV RAJ SEKHAR RAO
Insurance
Hyderabad,TG
Summary
With over 20 years of impressive success, energetic and enthusiastic leader experienced in managing varied fast-paced business operations and US-based key accounts. Thriving in a highly competitive onshore and offshore organizational culture, honed skills in effectively overseeing diverse teams and driving operational excellence. Track record showcases proven ability to navigate complex challenges, foster strong client relationships, and deliver exceptional results.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Assistant Manager
TCS Adibatla
05.2022 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
Team Leader
Cognizant Technology Services
04.2012 - 10.2021
- Ensuring client deliverables / satisfaction including identification & addressing emerging issues, securing deployment of adequate resources, delivering all client commitments within time / budget constraints
- Managing overall functioning of process, identifying process & productivity improvement areas and implementing adequate measures to maximize customer satisfaction level
- Coordinating with top management & clients for providing inputs for process control & ensuring end-to-end complaint resolution
- Maintaining high discipline and norm adherence while coordinating with superiors for cross teams and innovative suggestions to improve operational functioning
- Administering process automation / improvement initiatives, maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets
- Developing customized learning solutions, facilitating training presentations, measures and reported quantifiable outcomes to the stakeholders
- Implementing practices that support business and organizational objectives with senior management and key stakeholders
- Recruiting & training the team to ensure high efficiency, creating & sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst the team
- Growth Path: Apr’12: Joined as Subject Matter Expert (SME), Nov’12: Went to USA OJT (On Job Training for 16 weeks) regarding Migrating the Spectrum and General Liability Business to India, Nov’15: OJT (On Job Training) received and same provided training to 15 associates for EDM commercial process, Oct’20: Promoted as Team Leader
- Significant Achievements: Successfully transitioned 4 key business processes including Insurance General Liability & Spectrum Process within 12 weeks from Hartford Insurance USA to Cognizant India, Received with several awards & appreciations in entire tenure entailing: Award for developing & implementing an automated tool in MS Excel resulting in efficiency improvement & savings of approx. 1Million Dollars, Excellence Award from the client in 2016-2017, Star Performer Award in 2016, 2015, Best Performer Award in 2018, 2017 & 2015, Awarded with Unicorn 2016, Managed teams in setting inspirational goals, defined KPIs & metrics for the team and ensured achievement of the goals while collaborating with senior & board level management team in decision-making process, Established a team environment by cooperating with peers, sharing recognition, supporting inter-departmental and company-wide objectives, Monitored manpower deployment / staffing in accordance with program specific workflow (i.e., down-staffing, up-staffing), Delivered training methods, materials & programs related to building operating standards
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Internal Controller (Suspense Coordinator)
EXL Services India Pvt. Ltd.
05.2002 - 04.2012
- Went to USA for OJT (On Job Training for 15 weeks) regarding Migrating MI PIPC (Manual Intervention, Post Issue Policy Change)
- Effectively reviewed all the documents and processed service requests from customers relating to fund withdrawal, face amount changes, benefit changes, rider changes, addition & deletion of dependents in their life insurance policies
- Acted as a SPOC for all process related updates, client escalation management, client coordination, knowledge sharing & so on
- Managed Quality Control for Exchange, Replacement & Dividends Process; created requisite reports; processed Exchange and Replacement of a policy with another Insurance Company
- Participated in defining and formulating Process SOPs and Training Documentation; designed & rolled-out workflow for successful stabilization of the process
- Successfully migrated Policy Benefits Process within 8 weeks from Prudential Inc. USA to EXL India with 100% adherence with all preset norms
- Growth Path: May’02 – May’05: Process Associate, May’05 – May’07: Senior Process Associate, May’07 – Apr’12: Internal Controller (Suspense Coordinator)
Accounts Executive
Vishwanath, Bhatt & Shastry (Chartered Accountants)
05.2000 - 04.2002
- Prepared the balance sheet, profit and loss statement, and other financial reports in close coordination with senior leadership
- Performed periodic reconciliations of selected ledger accounts on a monthly or quarterly basis
Education
Master of Commerce -
Nagarjuna University Campus College
01.1998 - 01.2000
Bachelor of Commerce - undefined
Delhi Arts & Commerce College
01.1995 - 01.1998
Skills
Business Operations Management
Certification
Level 1 TTT (Train the Trainer) Certified
Personal Information
- Hyderabad
- BPO
- KPO
- IT
- ITES
- Captive Units
Accomplishments
Green belt lean certification for reducing the manual task , Saved 5000 pounds for company.
Timeline
Assistant Manager
TCS Adibatla
05.2022 - Current
Team Leader
Cognizant Technology Services
04.2012 - 10.2021
Internal Controller (Suspense Coordinator)
EXL Services India Pvt. Ltd.
05.2002 - 04.2012
Accounts Executive
Vishwanath, Bhatt & Shastry (Chartered Accountants)
05.2000 - 04.2002
Master of Commerce -
Nagarjuna University Campus College
01.1998 - 01.2000
Bachelor of Commerce - undefined
Delhi Arts & Commerce College
01.1995 - 01.1998
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